B-acd call anwsering window

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Dec 26th, 2007
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Hi all,

I have a B-acd configured and my agents anwser calls from 7am to 19pm. i would like to play a diferent message saiyng something like, Sory, we just work from 7am to 19pm when customers call out of this time window.

Is it possible with B-acd? or any way do with CME ?

thx

Rafael2gc

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paolo bevilacqua Wed, 12/26/2007 - 10:27
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Hola Rafael,


I guess you're lucky, or that is your X-mas present, but I wrote a modification to B-ACD/AA that does exactly what you want:


http://pbevila.fastmail.fm/public/app-b-acd-aa-2.1.2.2-pl2.tcl


The instructions are in the file itself.


However, there is also an alternative with standard B-ACD/AA: configure as vmail or final number, to another script that simply plays an announcement and then disconnects:


http://pbevila.fastmail.fm/public/disconnect.tcl


This way, once all agents are logged out of the ephone-hunt, you will have the same behavior. The advantage is that this is not time based but it follow the "natural" presence of agents, that is they can extend working hours if they want to.


Hope this helps, please rate post if it does!



rafael2gc Thu, 12/27/2007 - 05:59
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Hi Paolo,


Thanks for your reply. I've tried the disconnect.tcl but it does not worked.

I'm using service aa flash:app-b-acd-aa-2.1.2.2.tcl

and i changed the vm parameter to

param voice-mail disconnect.tcl

I tested with my four agents in dnd, i head the welcome message, then the message saying all agents are busy and the the message saying that we are unable to take your call.....


I've restarted the router and still not working.

I want my X-mas gift :)

paolo bevilacqua Thu, 12/27/2007 - 10:51
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Hola,


If you want the message about office hours to be the only thing announced, please use the modified script "PL2" with the schedule parameters.


Else, you need voice-mail param to be a number.

This number, you configure as looback DP:


dial-peer voice 100 voip

service disconnect

destination-pattern 555

incoming called-number 555

session target ipv4:


This way however, you will have the "all agents busy" message before the disconnect one, that is not much different from what you have now.



paolo bevilacqua Thu, 12/27/2007 - 11:54
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Forgot to mention some commands needed for proper service and DP configuration:


application

service disconnect flash:/ivr/disconnect.tcl

paramspace english language en

paramspace english index 0

paramspace english location flash:/ivr/


dial-peer voice 100 voip

codec g711u

no vad


cbettont Fri, 07/04/2008 - 05:16
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Hi,


I try to use the disconnect.tcl but it works only in certain case.


Other case I hear no message or busy tone so I try to debug the router and I see this error:


Jul 4 13:02:10.199: //77523//AFW_:/AFW_FSM_Drive: Tcl_Eval to drive FSM inside

Tcl modulespace. code=1 code=ERROR

Jul 4 13:02:10.199: TCL script failure

Result:

Illegal Operation: Leg not incoming or in wrong state

Jul 4 13:02:10.199: TCL script failure errorInfo:

Illegal Operation: Leg not incoming or in wrong state

while executing

"leg setupack leg_incoming

(procedure "act_Setup" line 8)

invoked from within

"act_Setup"


have you idea where is the problem?

we are using ccme 4.2 on a router cisco2851 with ios 12.4(11)XW6


thank in advance


Cristiano

paolo bevilacqua Fri, 07/04/2008 - 05:18
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How the related DP is configured ?

cbettont Fri, 07/04/2008 - 05:26
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This is the configuration.


The user forward the phone to the extension 8882


application

service d2 flash://disconnect.tcl

paramspace english index 0

paramspace english language en

paramspace english location flash:/aa2/

!

!

dial-peer voice 201 voip

destination-pattern 888.

session target ipv4:10.39.186.2

codec g711ulaw

!

dial-peer voice 202 voip

service d2

incoming called-number 8882

codec g711ulaw

!

paolo bevilacqua Fri, 07/04/2008 - 06:10
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Hi,


I've not tested the service with forwarded calls. I suppose it would not be a big deal to make it work, but at the present time I cannot commit to that, sorry.



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